I am very sorry to write this review and debated whether I should post one or not, but I had such a bad experience with Palma Pasta at the Hurontario location I wanted to warn others who order food in advance, so hopefully no one else has the same experience.
If you order any food in advance, be very careful about ordering over the phone! Ask who you're speaking with, have them read your order back to you, and check the order when you pick it up. Make sure they give you the food you actually ordered.
Today my extended family celebrated Christmas together, and I was so excited to be bringing them pasta! I phoned a week ago and asked Palma Pasta for a veggie lasagna, prepared meat tortellini with tomato sauce, and two garlic bread to be picked up this morning at the Hurontario location. The meat tortellini was ordered for several family members who can't tolerate large amounts of dairy. This is why I asked for tomato sauce, because they wouldn't have been able to eat the rose sauce the dish usually comes with. I picked the food up this morning, trusting I had been given the right products, but when I went to put the food in the oven later in the day, I found that I had been given a meat pasta roll instead of the tortellini. The pasta roll contained cheese and heavy cream. My family members couldn't eat it, nor could they eat the lasagna because of the cheese in it. I was disappointed but we needed to figure out what to do, quickly. I called Palma Pasta, but as soon as I mentioned I had been given the wrong order, they argued with me and said they had given me exactly what I'd ordered. I explained the situation and said I knew what I had ordered, and there's no way I would have ordered a dish with cheese or cream in it for family members who can't eat those ingredients. The employee was very rude and insisted I must have been confused about what I'd ordered, and there was no way a mistake had been made on their end. She then put the manager on the phone, and I got the same treatment. I was told repeatedly that I must not have understood what I ordered, which I said was pretty straightforward: it was meat tortellini with tomato sauce. The manager said, "Well, I don't know what to tell you hun, but that's what it says on the paper," and "I guess I have to believe you because I don't have any choice." But despite saying that she didn't make any offer to assist me in any way. She insisted I got exactly what I had ordered, which is ridiculous, because if I had gotten what I ordered, I wouldn't have been calling them! There was no offer to replace the dish, to exchange it, or return it, nor any offer of a coupon, loyalty points, absolutely nothing was offered, and I was made to feel that I was being difficult. I was told over and over again that the mistake was mine, that I had ordered a veal pasta roll. I said I don't even know what a pasta roll was, I definitely didn't order one!
My family has been visiting Palma Pasta frequently for about 30 years. I was in tears at my family's Christmas celebration but the staff at Palma Pasta couldn't have cared less. It was a terrible experience. So again, if you order anything from them, make sure you have in writing what you've ordered, confirm it with them, confirm which staff member you're speaking to when you place the order, and make sure they have it right when you pick it up! read more